Technical Customer Support

1 week ago

Eden Prairie, United States Nesco Resource Full time
Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust
Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
Billing and invoicing
Account Authorization
Entitlement management
Download and installation
SketchUp Extensions
Crash identification
Bug tracking
Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

2 years of experience supporting customers via chat, email, and phone
Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
Technical proficiency and familiarity with computer systems, software, and Google Suite
Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
Time management and prioritization skills, enabling high quality and time sensitive customer communications
Attention to detail while working through issue discovery and documenting case notes
Able to maintain composure and professionalism during high-pressure situations
Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
Comfortable working in a remote environment, with occasional in office meetings

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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